SAP Sales & Service Cloud Implementation

Client

Our client is a leading international specialty chemicals and equipment provider. They supply chemistry and equipment solutions for printed circuit boards, IC-substrate, and semiconductor manufacturers. Additionally, they cater to the automotive, construction, and furniture industries by offering specialized chemicals and equipment for decorative and functional surface finishing.

Business & IT Drivers

The objective was to develop and deploy a global template solution for their complex surface-finishing business, which offers chemistry, equipment, and services across 30+ countries where no CRM solution existed.

Key Challenges

• The client had a highly customized legacy SAP ECC landscape with significant technical debt, requiring simplifying systems and processes.
• The absence of a holistic customer view hindered understanding of customer needs and efficient internal resource utilization.
• Sales representatives lacked a centralized system for managing leads and opportunities, relying on scattered records in emails, text messages, and notes.
• The project aimed to minimize cost, duration, and risk by maximizing standard product capabilities and adopting best practices.
• The customer's first experience with agile implementation methodology was a challenge.
• Covid-19 travel restrictions across Europe at the project's inception prevented face-to-face interactions.

LTM Solution

• We implemented SAP Sales & Service Cloud integrated with SAP Cloud Platform Integration as middleware.
• Our template solution was launched in pilot countries before rolling out to 30+ countries.
• Standard product capabilities addressed most business requirements.
• We ensured seamless integration with SAP ECC and Microsoft Outlook.
• We developed a complex feature to record current sales vs. the potential for each customer and calculate market share compared to competitors.
• The project was delivered entirely remotely due to Covid-19 restrictions, a first for the customer and our team.

Business Benefits

• A unified customer view incorporating sales, service, and backend ERP data in real time, both online and offline.
• Streamlined quotation creation using real-time ERP pricing and digital customer signature management.
• Enhanced visibility of leads and opportunities in the pipeline, allowing for better prioritization of high-probability deals.
• Elimination of offline, paper-based processes, as users now utilize a single tool for everyday tasks.
• Improved efficiency of business support and customer service teams, leading to a superior employee and customer experience.